The player from Germany had requested an account blocking due to gambling addiction on February 27, 2025, but the casino had not acted on this request. Despite multiple emails and a chat request, he continued to deposit and lost €765 since then. After further communication with the Complaints Team, the casino was contacted for clarification and eventually requested the player's bank details to process a refund. The player received the refund and confirmed that his account had been successfully closed. The issue was marked as resolved by the Complaints Team. Later, the player reported that his account had been reopened without consent, causing additional losses of approximately €3,326. Following further investigation, the casino offered a refund of €4,223, which was paid to the player. The complaint was then marked as resolved by the Complaints Team.
RoboCat Casino - Player’s request for account blocking is ignored.
Case closed
Amount: €4,223
RoboCat Casino
Safety Index 6.5 Above averageCase summary
Translation
Good day,
I requested an account blocking in the Robocat online casino on February 27, 2025. I wrote several emails saying that I wanted the account blocked due to a gambling addiction, and also made a request in the live chat. Unfortunately, nothing has happened to date. And since then, due to my gambling addiction, I have unfortunately deposited and lost an amount of €765 there.
Unfortunately, I don't have the chat history from the live chat as proof, but I do have the emails.
I have two more screenshots of the payment receipts, but unfortunately I can't add any more attachments.
Dear clemens1992,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you received any responses from this casino to your self-exclusion requests? If so, kindly forward them to me at veronika.f@casino.guru.
What was the response from live chat agents when you informed them of your addiction?
Have you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
TranslationHello Veronika, thank you for the quick message. I have sent you an email with the correspondence.
The answer from the live chat was that I should contact the casino via email, which I had already done.
I was unable to complete a KYC check on the site as it said it was not necessary.
I have also had a withdrawal there in the past, and no verification was necessary.
kind regards
clemens
Thank you very much, clemens1992, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello clemens1992,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear RoboCat Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
TranslationHello Michal,
Thank you very much for your help. I also hope that we can find a solution together.
kind regards
clemens
TranslationUnfortunately, my account is still not closed and I can still make deposits. Should I contact the casino again? It can't be that you have to write three emails and also get fobbed off in the live chat.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear clemens1992,
I contacted the casino representative outside of this thread, and I am expecting the casino to reply here in the thread soon. Due to this fact, I am setting another timer. Your patience is greatly appreciated.
TranslationUnfortunately, the account is still not blocked. I've lost over €1,000 since the request to block my account.
Dear clemens1992,
I am in contact with the casino representative, and we need more time to investigate. I appreciate your patience.
Dear all
Thank you for your patience.
Kindly be informed that we are checking your request with relevant department and we would get back to you as soon as we have any news from them.
Best Regards
Robocat Team
Dear clemens1992,
We would kindly request to provide us your bank details requested via email in order to proceed with your payment.
Thank you for your cooperation.
Kind Regards,
RoboCat Casino Team
TranslationHello dear Robocat team,
I have just sent an email with the necessary information to your support.
Greetings
Clemens
Dear all
Thank you for your patience.
Kindly be informed that customer refund has been complete and paid out on our side.
Best Regards
RoboCat Casino Team
TranslationI received the refund and the account was successfully closed. Thank you.
Dear clemens1992,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
We’ve reopened this complaint at the request of clemens1992. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear RoboCat Casino,
I have received an email from the player saying that the account was reopened without their consent. Could you comment on this?
Dear clemens1992,
Could you tell me how much money you have lost due to the reopening of your account?
TranslationHello Michal,
Unfortunately, I lost approximately €3326 during that period. I can prove this with receipts.
I don't understand why someone would reopen a player account when it's clear they have a gambling addiction. Emails were sent immediately, with bonus offers, etc.
Dear clemens1992,
We hope you are doing well.
We would like to sincerely apologize for any misunderstanding. Please rest assured that your account has been officially and permanently closed as requested. Communication programs associated with your account are also closed.
We are currently investigating your case alongside the relevant department. We want to ensure a thorough review is conducted to provide you with an accurate resolution.
We will notify you as soon as we have further updates or a final outcome. Thank you for your continued patience in the meantime.
Kind regards,
RoboCat Casino Team
TranslationDear robocat team,
Thank you very much for the prompt communication. If you require any further information from me, please do not hesitate to contact me.
Dear RoboCat Casino,
Thank you for the reply. We are waiting to hear from you.
Dear clemens1992,
After reviewing your case and consulting thoroughly with the relevant department, we would like to formally offer you a refund of 4,223 EUR.
If you accept this offer, please reply directly to the separate email we have sent you requesting your bank details. Once we receive the necessary information, our finance team will process the payment as quickly as possible.
Thank you for your patience and cooperation throughout this process.
Kind regards,
RoboCat Casino Team
TranslationDear Robocat Team,
Thank you so much for your quick and helpful support. I have replied to your email and included all the necessary information.
Thank you very much.
Best regards
Clemens
Dear clemens1992,
We hope you are well.
We would like to confirm that we have received your bank details. Our team is now reviewing and preparing the refund.
Once the refund has been successfully processed, we will notify you immediately.
Kind regards,
RoboCat Casino Team
TranslationThank you so much, the payment has arrived. I also want to thank you for the excellent communication and quick processing 🙂
Dear clemens1992,
We are also pleased to confirm that your refund transaction has been successfully completed.
We wish you all the best moving forward.
Kind Regards,
RoboCat Casino Team
Dear clemens1992,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V
Casino.Guru
